Soft Services Continuous Improvement Manager

Job Title

Soft Services Continuous Improvement Manager

The Continuous Improvement Manager, Maintenance Operations identifies and drives operational efficiency and service delivery improvements across accounts and at the enterprise level with direct impact on P&L performance. This role targets key operational levers including labor optimization, technology deployment, and performance enablement across accounts delivering soft services (janitorial, day porter, office and mailroom, and grounds services). Combining deep soft services operations expertise with enterprise-level execution, this role partners closely with Finance, Business Development, and Human Resources to drive optimal account-level performance.

This role is accountable for delivering finance-validated P&L impact.

WHAT YOU WILL DELIVER

Enterprise-Level Margin Recovery & Performance Optimization

• Will be focusing on accounts within Soft Services. Janitorial/Custodial/Office Space service lines
• 50% travel required
• This is a remote position but you must be based within the Midwest or East Coast
• Analyze service execution, key performance indicator trends, labor utilization, financial performance, and client relationships to identify root causes for under-performing accounts
• Identify and eliminate inflated operating expenses at soft services client sites to improve account health and financial performance
• Build business cases and financial models to prioritize improvement initiatives based on P&L impact and implementation feasibility
• Develop solutions in partnership with Client Services and business support teams to elevate account performance
• Charter and lead margin recovery projects at under-performing accounts, defining scope, timeline, deliverables, and success metrics in partnership with account leadership
• Track and report progress and financial impact to enterprise leadership, escalating risks or resource needs as required
• Establish governance and accountability mechanisms to sustain performance gains after project close
• Standardize best practices through playbook development across accounts to prevent recurrence of common performance and margin detractors
• Produce results-oriented case studies and boilerplate content for use in solution scaling and business development proposals

Labor Optimization & Workforce Efficiency

• Evaluate staffing models, scheduling practices, and resource deployment against workload demand to identify labor efficiency opportunities
• Reduce reliance on overtime and premium labor through improved scheduling and workforce planning practices
• Partner with account and site leadership to right-size crews and align labor spend with the contracted scope of work
• Identify and address skill gaps or training needs that limit productivity and service quality
• Reduce external vendor dependence through scope in sourcing, process development, and training and skills development

Technology Deployment & Adoption

• Drive adoption and expansion of C&W Services’ AI-enabled tools and platforms to improve service delivery and reduce operating costs
• Identify opportunities to deploy automation for labor-intensive or manual processes across maintenance and engineering operations
• Partner with Tech Ops and Business Optimization to pilot, deploy, and scale AI-driven solutions across accounts

Cross-Functional Partnership & Enterprise Collaboration

• Partner with Finance, Business Development, Commercial Operations, and Human Resources to align improvement initiatives with broader business objectives
• Support new business development, account growth, and client transitions through data, insights, and best practices generated from CI initiatives

WHAT YOU BRING

Required

• Bachelor's degree in facilities management, business, or related field, or equivalent professional experience
• 7+ years in soft services operations, facilities management, including exposure to multi-site or portfolio-level account management
• Demonstrated experience identifying and delivering measurable P&L impact through operational improvement initiatives
• Strong analytical skills with experience using financial and operational data such as labor utilization, KPI…